Sprint Corporation

August 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: The above-referenced inquiry has been forwarded to our office for review We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Mr [redacted] expressed his dissatisfaction with collections activity related to equipment charges assessed to his account for devices he returned to the point of sale Mr [redacted] requested that we correct his billing and prevent any negative information related to this matter from reflecting on his credit report We regret the circumstances that led to Mr [redacted] ’s decision to return his Sprint devices, as well as any delay in addressing his equipment billing Unfortunately, our attempts to contact Mr [redacted] by telephone and via e-mail on August 11, 12, and 19, 2016, to discuss his reported concerns in detail were not successful We also sent a letter to him at his address of record on August 19, 2016, acknowledging receipt of his inquiry and inviting him to contact us Although we were unable to speak with him directly, our records reflect that Mr [redacted] previously brought this matter to the attention of our Customer Care department on August 8, 2016, and that, at that time, our representatives confirmed that he returned his devices to one of our retail locations on June 7, 2016, and applied credits totaling $1,to his account to offset the final accelerated equipment charges included on his June invoice As a result, his Sprint account is in closed status with a final balance of zero In addition, we contacted the third-party collections agency assigned to this matter and requested that further collection efforts on Mr [redacted] ’s account be discontinued Further, the outside collections agency will then update the credit bureaus to remove any negative reporting regarding this issue We ask that Mr [redacted] please allow up to days for completion of this process Based on our review, we believe that Mr [redacted] ’s reported concerns have been addressed to his satisfaction If we can be of further assistance with this matter, Mr [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between a.mand p.m., Central Time Sincerely, Lori KExecutive Services Analyst

May 25, Kansas City Revdex.com Ward Parkway Kansas City, MO [email protected] Re: Revdex.com File # [redacted] , [redacted] *** Sprint Account: XXXXX [redacted] Sprint Case # [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Mr [redacted] submitted on May 1, We appreciate your assistance in bringing our customer’s concern to our attention Mr***’s filing expressed his dissatisfaction with the lack of coverage in his home service area of [redacted] **Additionally, Mr [redacted] stated that he had an unfavorable customer service experience while attempting to resolve his account concerns Mr [redacted] requested that Sprint review this matter and allow him the ability to cancel his Sprint account without further cost to him Sprint has reviewed Mr***’s complaintWe spoke with Mr [redacted] on May 2, 2017, and discussed his coverage concerns During that call, we advised Mr [redacted] that we would investigate his coverage concerns and follwith him accordingly According to our records, the devices associated with phone lines ending in ***, [redacted] and [redacted] were upgraded on September 14, 2016, via Sprint’s Monthly Installment programSprint 24-Month Installments is a device installment agreement that gives new and existing customers an affordable option to activate/upgrade to a Smartphone, feature phone or tablet device Customers simply purchase an eligible device with no or a variable down payment, depending on device, and agree to monthly installment payments for each financed device There are no service discounts for devices purchased through Sprint 24-Month Installments and at the time of purchase the customer will be required to pay all applicable sales tax against the Suggested Retail Price (SRP) as well as any applicable down payment for any device being purchasedFor additional information and eligibility requirements customers can visit www.sprint.com/easypay In addition, on December 29, 2015, he upgraded the device associated with phone line ending in ***, by purchasing a device at discounted pricing in exchange for a two-year Service Agreement For details regarding Sprint’s Service Agreement, customers may visit our website, www.sprint.com/termsandconditionsAccordingly, continuation of utilizing Sprint services is an acceptance of the new two-year Service Agreement and any future renewals or service changes that may require new service terms If customers terminate their Sprint services prior to satisfying the two-year Service Agreement applicable Early Termination Fees will apply; accordingly customers may visit www.sprint.com/etf for details about the Early Termination Fees We regret that the coverage in Mr***’s home service area of [redacted] has fallen short of his expectations We constantly monitor our network for service and capacity-related issues, and work diligently to address any issues we identify or are brought to our attention by our customers Our research into this matter determined that our cell sites serving the area near Mr***’s billing address was experiencing network impairments during the time he stated to have experienced poor service Please note, as stated in our Terms and Conditions of Service which can be viewed at www.sprint.com, the coverage and quality of wireless services and data speeds may be affected by conditions beyond our control Wireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structures As a result, customers may experience difficulty making or receiving calls when indoors In addition, data coverage is not available everywhere and service speeds are not guaranteed Service speeds may depend on the service purchased and actual speeds will vary Estimating wireless coverage, signal strength, and service speed is not an exact science There are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of serviceWith respect, please note that the nature of wireless signal precludes any carrier from providing seamless coverage Sprint has made no warranty or guarantee of the same To provide closure for this matter, we have agreed to allow Mr [redacted] to return the devices associated with the aforementioned phone lines undamaged and in good working condition to Sprint’s Returns warehouse in exchange for the waiver of the remaining Installment Billing accelerated cancellation charges and Early Termination Fee To facilitate the return of the devices to our Returns warehouse, we have agreed to mail a return kit to the billing address on fileUpon receipt of the devices, the aforementioned charges will be adjusted accordinglyMr [redacted] is required to reset the devices back to manufacturer’s settings once the lines of service have been ported-out to another wireless service providerPlease note that we ask Mr [redacted] allow days for completion of this process after the devices are received at our Returns warehouse We have contacted Mr [redacted] on May of 2017, to relay the aforementioned information and resolution to himMr [redacted] expressed his satisfaction regarding this matter and advised he has no additional concerns at this time We appreciate Mr [redacted] taking time to provide details of his experience with Sprint We are continually striving to improve the quality of service provided to our customers Please be assured that we value Mr***’s feedback and that his concerns will be forwarded to the appropriate managerial staff for further review We regret any inconvenience this may have caused Mr***If we can be of further assistance with this issue, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine [redacted] Catherine [redacted] Executive & Regulatory Services Analyst Tell us why here

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:Sprint did not make this right, and in fact made it worse Regards, Kristie V [redacted]

Sprint is in receipt of the above-referenced complaint filed by [redacted] We appreciate your assistance in bringing our customers’ concern to our attentionAccording to the information provided, Mr [redacted] is disputing data overages that were reflected on his April invoiceHe further states that he has been unsuccessful at resolving this matter with our Customer Care Department Sprint’s records indicate that Mr [redacted] has a mobile broadband air card with a monthly recurring service plan for gigabytes of data usageWe had the opportunity to speak with Mr [redacted] on May 1, 2015, to address his account concernsDuring our conversation, we confirmed with Mr [redacted] that his service line ###-###-#### exceeded the 5GB allotted in his 5G Mobile Broadband planReview of his April invoice reflects 10,241,kilobytes in usage over the maximum allowanceThese are valid charges and payable to Sprint; however, credits totaling $were applied to his account as a gesture of goodwill to negate the disputed charges incurredIn addition, we explained that he can check his data usage via www.sprint.comMr [redacted] expressed his satisfaction with this resolution We apologize for any inconvenience this matter may have caused Mr [redacted] If we can be of further assistance, you may contact me by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### or directly at ###-###-####I am available Monday, Tuesday, Thursday and Friday from a.mto p.m., Central Time Sincerely, [redacted] * Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:The Company representative is telling the Company do not need to honor Sales personShe is right what ever she said.At this point no point in talking to the CompanyI have also moved to different carrier by paying whatever the Company bill stated.To me it is not the fair way to do business.Under these circumstances, please close this complaint Regards, [redacted] ***

September 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] Sprint Account XXXXX2866, Jasmine S [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry filed by MsJasmine S*** We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided in MsS***’s complaint, she canceled service and requested a copy of her final billing from Sprint so that she could obtain reimbursement from her new carrier MsS [redacted] indicates that she wasn’t able to pay her final charges to Sprint in a timely manner because she never received a copy of her final billing As a result, her account was forwarded to a collection agency and MsS [redacted] is requesting that the account be pulled and any negative reporting removed We contacted MsS [redacted] and spoke with her regarding her dispute We note that she paid the final balance in full on August 3, 2017; however, the account was previously referred to a collections agency on June 12, Although it was MsS***’s responsibility to pay her final balance by the due date, based on the extenuating circumstances surrounding her final billing, we have contacted the third-party collections agency, and requested that further collection efforts on this account be discontinued Further, the outside collections agency will then update the credit bureaus to remove any negative reporting regarding this issue Please allow up to days for completion of this process We regret any inconvenience this matter may have caused MsS*** If she has any further questions regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at 1-855-848-3280, extension I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April Jensen T [redacted] Executive Services Analyst

April 14, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] D [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the complaint of Mr [redacted] D [redacted] We appreciate your assistance in bringing our customers’ concern to our attention According to the information received, Mr [redacted] states that when he checked his wife’s credit report, he noticed a charge of $on her report Mr [redacted] states that they had Sprint service back in January 2014, but cancelled service in the first days and returned the devicesAs a result, Mr [redacted] is requesting that Sprint remove the $charge from his wife’s credit report We spoke with Mr [redacted] on April 4, 2017, and reviewed the account in question According to our records, only one device was returned in January Our records also reflect that service on three lines ending in ***, ***, and [redacted] continued until July Consequently, the $amount in question is for valid service charges for the lines ending in ***, ***, and ***, plus equipment-related charges Mr [redacted] stated that he will speak with his wife about the issue and that he will contact us later In an effort to follow up on this matter, we attempted to reach Mr [redacted] via phone and email on April 11, and 13, Unfortunately, we have not received a response We regret any inconvenience this matter may have caused If I can be of further assistance, Mr [redacted] can contact the Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 9:a.mand 6:p.m., Central Time Sincerely, Leland [redacted] *Executive Services Associate Analyst

March 31, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In the information provided, Ms [redacted] states she states she cancelled her service with Sprint over six months, and she was not advised she needed to return her devices within daysShe further advised that she offered to return the devices, and was told she will get $for the devices and not total amount of the lease cancellation and device purchase priceAs a result, Ms [redacted] is requesting that we accept the devices back and remove the debt off her credit report We regret any frustration that Ms [redacted] may have experienced regarding her billing issueWe attempted to contact Ms [redacted] via the e-mail provided, [redacted] on March 23, 27, and 30, 2017, to discuss her billing issues in detail, but we were unable to reach herWe also mailed a letter to the address on file on March 28, 2017, asking Ms [redacted] to contact us Sprint is committed to protecting the privacy of our customers In accordance with that commitment, we take measures to verify that callers are authorized to discuss and/or make changes to an account Specifically, we require that each account has a PIN and that the PIN is verified by the account holder authorized to have access to the account before we can discuss sensitive account information or make any changes to the account If we can be of further assistance with this issue, Ms [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday Tuesday, Thursday and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Shola AExecutive Services Analyst

September 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] -Rebuttal, Victoria [redacted] Sprint Account xxxxx [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced rebuttal of MsVictoria [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention and regret the circumstances that led to Ms [redacted] ’s contacting your agency once again In her rebuttal, Ms [redacted] indicated her dissatisfaction with our referenced attempts to contact her via telephone and e-mail to discuss account concerns detailed in her initial filing Although she acknowledged receipt of our e-mail communications, she advised that she has no record of any calls from us on her mobile device on the noted dates We regret any delay in reaching Ms [redacted] to address her reported account issues However, as is reflected in our September 13, 2017, response, we attempted to call Ms [redacted] on her Sprint mobile number on September 5, 11, and 14, 2017, and we left voice messages inviting her to contact us directly for assistance We are pleased to confirm successful contact with Ms [redacted] on September 15, At that time, we responded to her initially-reported account concern by explaining that, although her chosen rate plan was designed to be shared between up to lines of service, her specific Sprint account is only eligible to activate up to two lines of service based on the results of the credit evaluation completed when she applied for Sprint services As a demonstration of our commitment to excellence, we arranged for an account upgrade review but were advised by our Finance groups that the current limitation of two lines of service for Ms [redacted] ’s account is correct As a result, we respectfully declined her request that we increase the number of lines of service for her account We regret that Ms [redacted] was dissatisfied with our response In an effort to reevaluate our position, we discussed this matter with our executive management team, and we confirmed that we have thoroughly reviewed and addressed Ms [redacted] ’s request As a result, our position remains unchanged However, our attempts to follow up with Ms [redacted] via telephone and e-mail on September 21, 26, and 27, 2017, were again unsuccessful Ms [redacted] and I did review the previous information through limited e-mail correspondence on September 22, We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance with this issue, or if Ms [redacted] would like to provide additional information for our consideration, she can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***, and referencing case [redacted] I am available from 7:a.mto 3:p.m., Central Time, Monday through Friday Sincerely, Stan SExecutive Services Analyst

April 24, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It My Concern: Sprint is in receipt of the above-referenced inquiry We appreciate your assistance in bringing our customers’ concerns to our attention According to the information received, Ms [redacted] stated that at the point of sale, she took advantage of a Buy One Get One (BOGO) free promotional offer She stated that when she did not receive a credit adjustment for one of the devices on her first invoice, she was advised that it may take up to three billing cycles for the credit to appear She stated that after three months she contacted our Customer Care department and the retail store where she purchased the devices and has been unsuccessful in getting assistance with this matter She is requesting that she receives one device free as she was offered In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing Our records reflect that at the time Ms [redacted] purchased the devices on installment agreements, the promotional offer had expired We apologize for any misunderstanding that may have occurred at the point of sale We spoke to Ms [redacted] on April 20, 2017, and advised her that, in an effort to bring about an amicable resolution, and to emulate the offer above offer, we cancelled the installment agreement for phone number ending in [redacted] and waived the accelerated cancellation charges for that device In addition, a credit in the amount of $was applied to her account which is equal to seven months of the installment billing charges Ms [redacted] was billed She stated that she considers the issue resolved to her satisfaction We appreciate Ms [redacted] taking the time to provide us with the details of her experience with our Retail and Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we value her feedback and have forwarded it to the appropriate management for review and will utilize her input to improve our training and processes We regret any inconvenience these matters may have caused If we can be of further assistance, we can be reached at the Executive & Regulatory Services department toll-fee at ###-###-#### I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

August 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] T [redacted] Sprint Account XXXXX***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above inquiry filed by Mr [redacted] T [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention According to Mr [redacted] ’s complaint, he refused shipment for a device he purchased and subsequently closed his Sprint account during the Sprint Satisfaction Guarantee time period However, Mr [redacted] indicates that he has not yet received a refund for the device and was informed that his account reflected a final balance due, which he is disputing As a result, Mr [redacted] is requesting a refund for the device and adjustments for any outstanding account balance as he never received the device or used the service We regret any inconvenience this matter may have caused Mr [redacted] We contacted Mr [redacted] and advised that a credit card refund of $was processed on July 25, 2017, for his returned equipment In addition, because services were canceled within the Sprint Satisfaction Guarantee time period, his final account balance was waived As a result, Mr [redacted] ’s account is now in final status with a zero balance Should Mr [redacted] have any further questions related to this matter, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension *** I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April [redacted] Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The process of using the Revdex.com's website and complaint resolution was very easy and user friendlyI do not think this dispute would have been resolved without your assistanceThank you for your time and attention to this matter Regards, [redacted] ***

January 19, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File [redacted] , [redacted] on the behalf of [redacted] Sprint Account XXXXX [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of [redacted] submitted on December 30, We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Ms [redacted] expressed her dissatisfaction with her customer service experience while attempting to resolve her concerns related to the account of Mr [redacted] Ms [redacted] expressed her concerns with the inability to port-out a line of service associated with Mr [redacted] ’s accountMs [redacted] requested that Sprint review this matter, and allow her the ability to port-out phone number ending in [redacted] to another wireless service provider Sprint has reviewed Ms [redacted] ’s complaintAccording to our records, Mr [redacted] ’s account was cancelled on January 6, 2017, which is now referenced as the Estate of [redacted] We regret that we were unable to assist Ms [redacted] with porting-out phone number ending in [redacted] to a new wireless service provider as a result of the above referenced account being cancelledPlease be advised that the porting guidelines require that the number to be ported must be active at the time of the request and throughout the porting processIf at any time during the porting process the number is disconnected, the port will not be completed We spoke with Ms [redacted] on January 13, 2017, to discuss her concern in detail and relayed the aforementioned information to herDuring our conversation, Ms [redacted] confirmed that her issue has been resolved by Sprint; however, she wished to convey her concerns with her customer service experience with regard to this matter We appreciate Ms [redacted] ’s taking time to provide details of her experience with Sprint’s Customer Care groupWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value Ms [redacted] ’s feedback and will utilize this input to improve our training and processes We regret any inconvenience this matter may have caused Ms [redacted] If we can be of further assistance, Ms [redacted] can contact me directly by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday through Friday between 8:a.mand 4:p.m., Central Time Sincerely, David H Executive Services Analyst

April 21, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Case [redacted] , [redacted] ** Sprint Account xxxxx*** Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms [redacted] ** We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms [redacted] described her unfavorable customer experiences during the sale of her recently-activated Sprint services, as well as during her subsequent attempts to address billing disputes and the return of her Sprint equipment due to misinformation presented to her at the point of sale Ms [redacted] also disputed the balance due reflected on her Sprint account due to conflicting responses provided by our retail representatives We regret any possible misunderstanding that may have occurred regarding Ms**’s noted device billing and return attempts Our records reflect that she purchased the device for her referenced line of service on February 15, 2017, and that her services were suspended due to non-payment on March 20, However, based on her chosen rate plan and equipment options, we were unable to identify any billing errors associated with her account During our conversation with Ms [redacted] on April 5, 2017, we explained the information noted above We also advised that we offer a 14-day Sprint Satisfaction Guarantee period during which she could have returned her device to the point of sale but that we have exceeded that timeframe at this date She stated that store representatives told her at the time of purchase that she could return her device to us within three months of purchase We advised Ms [redacted] that, based on her feedback and additional information she provided, we would forward her inquiry to the district management team of the referenced sales location for further review and would follow up with her within the next few days We spoke Ms [redacted] again on April 17, 2017, and advised that the management team was still reviewing her reported concerns She requested that we cancel her services As requested, we canceled her Sprint services effective immediately and advised that we would need additional time to review the status of her account balance On April 18, 2017, due to our confirmation that Ms**’s above-noted device had been returned to our possession, we applied credits totaling $to her Sprint account to offset unbilled accelerated device finance charges totaling $and her $initial payment remitted to the retail location when she established her services with us As a result, her account was adjusted to closed status with a final balance due of $ We also ensured that her $payment refund was processed on the same day and should be forwarded to her credit card bank within the next three to five days We spoke with Ms [redacted] again on April 18, 2017, and provided the information detailed above She requested that we credit her remaining balance in full We reiterated that the balance due is valid However, as a demonstration of our commitment to excellence, we agreed to apply a $credit to her account to offset an amount equivalent to two monthly equipment charges billedUpon further review, we contacted Ms [redacted] once more on April 21, 2017, to advise that, based on additional investigation into her reported dispute, we credited the remaining balance due, leaving her account in closed status with a zero balance Ms [redacted] indicated her satisfaction with our reso**tion We appreciate Ms**’s taking time to provide details of her experiences with our retail and Customer Care representatives We are continually striving to improve the quality of service provided to our customers Please be assured that we vaule customer feedback and will utilize this input to improve our training and processes We regret any inconvenience these issues may have caused Ms**, as well as the loss of her business If we can be of further assistance with these concerns, Ms [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext*** I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Minnie SExecutive Services Analyst

July 25, 2017 RevDex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Re: BBB File [redacted] , [redacted] Account XXXXX [redacted] Sprint Case [redacted] To Whom It May... Concern: Sprint is in receipt of the above-referenced inquiry of Ms. [redacted] . We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms. [redacted] expressed her dissatisfaction with the length of time taken to resolve her device and billing issues. She stated that her device had a crack on the screen and that the manufacturer advised her that they will repair her device for free but it cannot have physical damage. She further stated that her device has a 12-month manufacturer warranty. Furthermore, Ms. [redacted] stated that she visited one of our service and repair centers and was advised that she needed to file a claim to replace her device. However, she was billed $200, and she is not going to pay for the reference charges. Additionally, Ms. [redacted] stated that she was offered a promotion for two lines of service for $95 and her other lines of service were free of cost. However, her bill is over $260. As a result, Ms. [redacted] stated that she wants to terminate her Sprint services and will pay her bill but does not believe that she should not have to pay the cancelation fee for a defective device. We regret any possible misunderstanding that may have occurred regarding Ms. [redacted] ’s device and billing issues. Manufacturers offer a 12-month limited warranty on new devices. However, if the device has physical damage, this is not considered a warranty issue. Our records further reflect that on July 9, 2017, a $200 credit was applied to Ms. [redacted] ’s account to offset the $200 device deductible. Additionally, our records reflect that to receive a $5 credit per line of service, Ms. [redacted] must enroll her account in our automatic payment program. During our conversation with Ms. [redacted] on July 25, 2017, we provided the information detailed above. She stated that was aware that she needed to enroll her account in our automatic payment program to receive the $5 monthly credit; however, she is unable to do so at this time. In an effort to resolve her billing issue in amicable manner, we offered her a one-time $50 credit, which is equivalent to a $25 credit for two months to offset a portion of her monthly service charges. She accepted our offer and was satisfied with our resolution. With the credits applied, after her $33 BOGO monthly credit, her remaining balance is $199.09. We appreciate Ms. [redacted] ’s taking time to provide details of her experience with our Customer Care representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes. If we can be of further assistance with these concerns, Ms. [redacted] can contact me directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext. ***. I am available Monday through Friday between 7:30 a.m. and 3:30 p.m., Central Time. Sincerely, Minnie S. Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:I have been unable to reach Ms [redacted] in regards to my complaint I will call her tomorrow again Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:We signed a $plan for the linesThey cannot find the contract and thus will not honor itWe took the bait and switch and are being charged $moreWe paid this account in full Oct, Nov & DecWe just paid for Jan$in full as wellPlease have the balance reflect a zero going into Feb Regards, [redacted]

June 13, Revdex.comWard Parkway, Suite 401Kansas City, MO Re: Revdex.com Complaint [redacted] , [redacted] Sprint Account XXXXX*** Sprint Case [redacted] To Whom It May Concern: The inquiry referenced above has been forwarded for our review We appreciate your assistance in bringing our customers’ concerns to our attention According to the information provided, Ms [redacted] stated that she was advised by two different Customer Care representatives that a $credit would be applied to her account Further, she stated that the credit was not applied to her account and as a result, her service is due to be disconnected for non-paymentAs a result, she is requesting that we apply the $credit that she was offered According to our records Ms [redacted] was offered a $credit on May 24, 2017, and due to a clerical error the adjustment was not applied to her account Further, we applied a $credit to her account on June 1, 2017, and it will reflect on her June invoice We attempted to contact Ms [redacted] on phone number ending in [redacted] the phone number provided in her inquiry on June and 8, 2017, and mailed a letter to the address on file Additionally, we were advised that the number was not a valid number for Ms [redacted] We look forward to speaking with Ms [redacted] and encourage her to contact us regarding any concerns she may continue to have with her account Ms [redacted] should be advised that in order to discuss the details of her account, she must be able to authenticate her account As a result, we want to advise Ms [redacted] to have her PIN and security information available when she contacts usIf Ms [redacted] ’s concern remains unresolved, we welcome the opportunity to further assist in addressing this matter and ask that she contact us by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-#### extension *** I am available Monday, Tuesday, Thursday, and Friday from a.mto p.m., Central TimeSincerely, Tobias TExecutive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because: The response from Sprint basically says they cannot guarantee coverage despite the fact that their entire business is COVERAGE That is what they are charging me for The devices are not made by Sprint The content is not made by Sprint Hence, they are charging me for coverage To say they cannot guarantee that and then in prior messages say that their coverage is "good" shows the company does not care for its customers They basically admit that their coverage is NOT good in their messageAdditionally, regarding promotions and other offers, I have to be able to believe their own agents who are EMPLOYED by Sprint In this case, they said they are offering me a different deal because of the number of lines AND because of the length of time I have been a customer This is not unheard of and quite consistent with what Sprint does elsewhere They themselves recorded the conversation with the Sprint agent They said they were going to review it Now, that they have heard it and learned what that conversation is, they want to go back on their word and are using legalese to do so.This is not acceptable I am not only arguing on my behalf, but on the behalf of Sprint's many customers Regards, [redacted]

August 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Inquiry [redacted] Sprint Account xxxxx***, [redacted] Sprint Case [redacted] To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Mr [redacted] We appreciate your assistance in bringing our customers’ concerns to our attention In his inquiry, Mr [redacted] stated that he was misinformed about his billed charges, stating his bill has increased more than $As a result, he has requested a refund for the overcharges In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing Our records reflect that Mr [redacted] accepted a plan change from the Everything Data share 1,plan to the unlimited freedom plan, on June 11, This plan was updated on June 23, 2017, to the $unlimited plan offer for up to five lines of service We spoke with Mr [redacted] on July 18, 2017, and confirmed the above-referenced information Further, we verified that on July 8, 2017, system coding was applied to his account to award a $service credit for his inconvenience, for two months towards his monthly billing We regret any inconvenience that this matter may have caused If we can be of further assistance related to this matter, Mr [redacted] can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:p.mand 3:p.m., Central Time Sincerely, LaDonna [redacted] Executive Analyst